Note: The job is a remote job and is open to candidates in USA. BILL is a rapidly growing Fintech company focused on empowering businesses through innovative financial automation tools. The Senior Outsourced Operations Manager will manage the operational performance of product lines across multiple BPO sites, ensuring adherence to KPIs and enhancing the customer experience through effective relationship management and operational improvements.
Responsibilities
- Manage the operational performance of multiple product lines at multiple BPO site through building and maintaining effective relationships with operational site leadership
- Demonstrate expertise in BPO Operations and Vendor Management by maintaining a deep understanding of contract adherence, staffing models, and agent technology suites, while gaining a functional understanding of product lines to contextualize customer issues
- Be a Champion of BILL culture cross-functionally through actively embodying BILL values, enhancing engagement, and facilitating culture-building activities
- Develop expertise in the agent technology suite including Five9, Salesforce, Google Suite, etc
- Set clear objectives and timelines to hold BPO Leadership accountable for meeting and exceeding KPI goals and metrics including SLA standards
- Regularly review performance metrics to identify areas where performance does not meet expectations
- Implement site performance improvement plans when necessary including clear expectations and timelines for improvement
- Lead regular meetings such as Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR), and actively participate in Quarterly Business Reviews (QBR)
- Analyze customer feedback scores, efficiency data, open case reports and other relevant metrics to pinpoint specific areas needing improvement
- Ensure that all product updates are communicated effectively to BPO leadership and employees, and validate all required trainings are completed within established SLAs
- Proactively identify leading indicators for an improved customers experience and lead projects to implement these changes at scale
- Engage in cross-functional strategic discussions and planning sessions that align with the broader operational goals
- Identify operational gaps in the representative life-cycle or site management and lead the creation and implementation of standardized SOPs to ensure consistency across sites
- In partnership with Workforce Management, set clear expectations around headcount needs for BPO partners
- Proactively seek feedback and training opportunities consistently and effectively provide feedback to your peers
- Actively participate in UAT and Beta projects to drive improvements for BPO teams
- Participate in team meetings and contribute positively to team culture
- Provide feedback on content gaps and additional training resource needs for frontline representatives and participate in the creation of these resources
- Partner with cross-functional teams on multi-department projects, driving increased impact
- Participate in and lead team culture building activities and programs
- Participate in the assessment and review of department and team SOPs that impact BPO partners in partnership with the content team
- Partner with cross-functional teams on multi-department projects and lead specific efforts within these projects
- Drive BILL culture across the CARE team including leading and participating in culture building programs and activities
- Always aim to be solution-oriented, take ownership and demonstrate accountability
- Plan and participate in site visits with Outsourced Service Operations leadership
- Be aware of and lead creating recommendations to improve the agent life-cycle at the BPO site
Skills
- A high school diploma or GED
- 5 years of experience in customer service operations
- 3 years of experience in BPO industry
- Demonstrated ability to drive improvement in the customer experience using people, processes or technology to deliver outcomes
- Experience using data to drive insights and recommend changes for improvement
- Strong technical aptitude including Google Suite, Salesforce and call center telephony systems
- Strong math and logic skills including basic algebra
- Excellent verbal and written communication skills
- Excellent organizational skills including time management, goal setting and attention to detail
- Flexible and adaptable, with an ability to thrive in ambiguous situations
- Strong attention to detail, organization and the ability to multi-task
- Strong verbal and written communication skills including college level English proficiency
- Ability to exercise sound judgement in all situations
- Ability to travel globally up to 25% of the year
- Experience in the Financial Services industry
- Project Management Certification
- COPC Certification
Benefits
- 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
- HSA & FSA accounts
- Life Insurance, Long & Short-term disability coverage
- Employee Assistance Program (EAP)
- 11+ Observed holidays and wellness days and flexible time off
- Employee Stock Purchase Program with employee discounts
- Wellness & Fitness initiatives
- Employee recognition and referral programs
Company Overview
BILL is a developer of financial automation software for small and midsize businesses (SMBs). It was founded in 2006, and is headquartered in San Jose, California, USA, with a workforce of 1001-5000 employees. Its website is http://www.bill.com.